Client Support Exec
Employer: Line-Up
Location: Fully Remote
Working hours: 20 hours per week, worked across 5 evenings - Monday to Friday
Salary: £14.00 per hour (£14,560 per annum for 20 hours per week)
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Our ticketing software is used by clients throughout the UK and beyond, including by some of the largest theatres in London's West End.
This role sits at an important point in our day. UK evenings are when live entertainment actually happens - curtain up, doors open, last-minute ticket queries - and they fall squarely inside the US working day. You'll be covering both: supporting UK venues through their busiest hours while our American clients are still mid-afternoon at their desks.
You'll also be closing a gap in our global support cover. When the London team logs off, you pick up; when you finish at 11pm, our Australian team is preparing to come online. It means our clients get a continuous chain of support, which you’ll be a crucial link in.
This is a fully remote, part-time role working Monday to Friday, 7pm–11pm UK time (20 hours per week). You'll be a vital part of the team at a very exciting time for the business. As a key member of the Client Success team, you will be the first point of contact for client queries during this window, mainly via email but occasionally video calls as well, working diligently to efficiently respond to, track, monitor and resolve all client inbound queries in a timely manner.
Daily interactions with external clients and internal team members at all levels will help to deliver a valued experience to support our client retention and satisfaction levels.
Hours and Working Pattern
20 hours per week, worked across 5 evenings - Monday to Friday.
Set hours of 7pm to 11pm each evening (UK time).
You'll be supporting our US clients through their afternoon.
Your shift bridges the handover between our London team finishing and our Australian team starting.
Fully remote — you can be based anywhere in the UK.
You must have the right to work in the UK.
Skills and Experience
Essential
High degree of competency with technology.
Ability to learn intricacies of a software platform and use that knowledge to help diagnose and respond to client enquiries.
A polite and friendly personality and a positive outlook to handling client interactions.
Comfortable working autonomously — evenings are a smaller team, so you'll need to make sensible judgement calls and know when to escalate.
Confident communicating with clients across different regions and cultures, adapting tone and approach as needed.
Well-organised with handovers — you're the link between two other teams, so clear, concise written updates matter.
A reliable home working setup with a stable internet connection and a quiet space for calls.
Based in the UK and available consistently across all five weekday evenings.
Desirable
Experience of working with a SaaS technology system.
Previous experience in a remote or out-of-hours support role.
Experience supporting clients in the US, or working across multiple time zones.
Familiarity with the US live entertainment market and how it differs from the UK.
An enthusiasm for theatre and live entertainment.
Responsibilities
Establish and build relationships with our clients across both the UK and US.
Act as the first point of contact for US clients during their office hours, responding to enquiries with the same standard of care our daytime team provides.
Analyse and understand the details of client enquiries.
Answer client enquiries, direct them to online tutorial content or engage with internal teams as required to solve the enquiry.
Create and manage client support tasks — assigning to relevant team members as needed and tracking progress to ensure a timely response.
Liaise with clients where necessary to update them or gather further insight.
Pick up the handover from the London team at the start of your shift, taking ownership of anything still open.
Hand over to the Australian support team at the end of your shift, flagging anything urgent or unresolved so nothing is dropped between regions.
Work with other members of the Client Services team to create and update client support and education material.
Provide accurate and timely information to instil client confidence in our ability to deliver an exceptional level of service.
What we offer
£14.00 per hour (£14,560 per annum for 20 hours per week).
Fully remote working
A substantial annual ticket allowance so you can experience the latest in live entertainment.
Pension: Monthly — 3% contribution from Line-Up, minimum 5% contribution from you.
Full onboarding and training, plus ongoing support from the wider Client Services team.
A high-performing team to join, with a supportive and inclusive culture and lots of learning & development opportunities.
Optional health insurance
About Us
We're product-focused, always putting the user first and pushing to make buying and selling a ticket a better experience.
Line-Up has been around for over a decade but we launched our ticketing platform in Spring 2016. Since then we've worked with hundreds of clients around the world including some of the most prestigious live entertainment brands.
We believe in providing exceptional client support and putting the user at the centre of everything we do.
Above all, we're a group of driven people, passionate about building great technology, the right way and providing it to an engaging industry that we love being part of.
Diversity at Line-Up
We are an equal opportunities employer, passionate about collaboration, inclusivity, and equality.
We are continuously looking for powerful ideas, fresh perspectives, and incredible talent in all directions. We welcome candidates with diverse professional and personal experiences that contribute to their unique perspectives and approaches to problem-solving. We evaluate qualified applicants without regard to race, colour, national origin, religion, sex, sexual orientation, gender identity, disability, or any other legally protected status. Please let us know if you would require any reasonable adjustments.
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